Position Summary We are seeking a compassionate, organized, and experienced Medical Assistant - Phone Triage to join our pediatric office. This position is responsible for handling incoming clinical calls from parents and caregivers, gathering accurate patient information, assessing the nature and urgency of concerns within the scope of the Medical Assistant role, and ensuring that calls are appropriately directed to the provider or clinical team. The ideal candidate will remain calm and professional when speaking with concerned parents, communicate clearly, recognize urgent situations, and work efficiently in a busy pediatric environment. Essential Responsibilities

• Answer incoming patient and caregiver calls in a professional and compassionate manner.
• Obtain and document accurate information regarding the child's symptoms and reason for the call.
• Follow established pediatric office triage protocols and clinical guidelines.
• Identify urgent or potentially emergent concerns and promptly escalate them to the appropriate provider or clinical staff.
• Route calls and clinical messages to providers according to office protocols.
• Provide approved home-care information and routine guidance within the scope of training, office protocols, and applicable policies.
• Schedule same-day, routine, follow-up, and other appropriate appointments based on established protocols.
• Communicate test results, provider instructions, and follow-up information as directed by the clinical team.
• Assist with medication refill requests according to office policy and provider direction.
• Document all telephone encounters accurately and promptly in the electronic medical record.
• Communicate effectively with parents, caregivers, pharmacies, schools, specialists, and other healthcare professionals.
• Maintain patient confidentiality and comply with HIPAA requirements.
• Recognize when a situation requires immediate medical attention and follow established emergency procedures.
• Manage multiple calls and messages while maintaining accuracy and professionalism.
• Work collaboratively with physicians, medical assistants, and front-office staff.
• Perform additional clinical and clerical duties as assigned. Qualifications
• Medical Assistant certification required.
• Previous pediatric medical office experience strongly preferred.
• Experience with telephone triage or clinical call handling preferred.
• Strong understanding of pediatric terminology and common childhood illnesses.
• Excellent communication and active-listening skills.
• Ability to remain calm and professional with anxious or upset parents.
• Strong documentation and computer skills.
• Experience with electronic medical records preferred.
• Ability to prioritize calls based on urgency and established office protocols.
• Strong attention to detail and ability to multitask in a fast-paced environment.
• Commitment to patient confidentiality and family-centered care.

Ideal Candidate The ideal candidate is calm under pressure, compassionate, dependable, and confident communicating with parents and caregivers by phone. They understand the importance of listening carefully, asking appropriate questions, documenting accurately, and knowing when to escalate a concern to a physician.

Benefits:

401(k) 401(k) matching Dental insurance Health insurance On-the-job training Paid time off Profit sharing Vision insurance

Work Location:

In person